ComplaintsforKitchen Tune-Up of Columbus

• Initial Complaint

  09/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  January 2024 I contracted with Kitchen Tune-Up to replace countertop, sink, faucet and flooring in my kitchen. In my bathroom it was countertop, sink, faucet, cabinet doors,drawer front and flooring. After contract was signed, it was one problem after another! First was they required half money down but gave me the run around for the start date. After numerous calls work finally started on 3/8/24. Contractors came with no specs for the job, asking me questions about the dimensions of the wall to be modified. New countertop installed on 3/15/24. Contractor initially said they had no order to tear out old counter and sink. Another problem that had to get addressed, then the back-splash was the wrong height and had to be re-cut, another delay. On Saturday 3/16/24 the plumber came to install the faucets for kitchen and bathroom that had been delivered the night before. Both faucets were wrong! On April 9, ********************************** kitchen and bathroom. The flooring in the kitchen appears very washed out and does not match the sample that I chose. Owner re-ordered flooring which still didn't match sample. He says it's the lighting but it's the same light that I chose the sample under. I requested a credit for the kitchen because now I have to either replace my carpet that buts up to kitchen or replace the kitchen floor. He declined to refund or give me some type of credit. I am requesting a refund for the amount I paid for the kitchen flooring.

  Business response

  09/06/2024

  I will address the core issue of this complaint which is the floor in the kitchen. I believe that per her message, she is simply asking for a refund for her floor which is the basis of the complaint. 

  She picked out her flooring from a sample board that we have in our showroom which is how almost all of our customers make their selections. This is commonplace in the remodeling industry. The other option is to pick something from online but most customers would like to see and touch the sample so that is the main reason why we have samples in our showroom. 

  We installed the flooring that she selected and after it was installed, she decided that she did not like the color. She believed that the flooring in the boxes were incorrectly labeled. We sent pictures to the manufacturer and they agreed to send us replacements as a way to appease the homeowner. We brought the replacement boxes to the home only to realize that it was the same color as before and that a mistake was not made as alleged by the homeowner. The homeowner declined for us to install the replacement flooring because it was the exact same flooring as she selected and we installed.

  I had a conversation with the homeowner and apologized that she did not like the color that she selected but we have done everything that was asked of us. At that point, she demanded a refund and I politely informed her that we will not be issuing a credit or refund because we fulfilled our obligation. 

  It is extremely disappointing to read this complaint because we went above and beyond to make it right and get her new flooring from the manufacturer at no cost to her. As a company, it is imperative to have excellent online reviews from customers and that is how we have been successful as our reptation is exceptional. This complaint tarnishes our reputation, and I kindly request that it be removed and not visible to the public because as it has no merit. 

  Thank you for your time.

  Sincerely,

  *********************** (Owner)

  Customer response

  09/11/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22245588
  
  I am rejecting this response because: The owner is not telling the truth about what happened!  First of all the sample was brought to my home, I did not pick it out at the showroom.   Second,  the owner offered to install new Flooring that I would have to purchase!  I asked him if he could give me a credit,  I never DEMANDED a refund, but true to fashion these people have a problem telling the truth!  Owner said he would think about my request.   I waited 2 weeks then I called him and he declined to allow any credit.  My expectations was to ge the same flooring as the sample I chose, but that was just to hard for kitchen tune up to fulfill .
  
  Regards,
  
  *********************

• Initial Complaint

  10/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I would like to file a formal complaint against 614 Kitchen Tune Up for Matt S****** as the owner. Back in April of 2023, I signed a contract with Matt to get a countertop remodeled and the product chose was a Caesartone which was totaling $7950.00. Matt came back to me and told me that he made a mistake and that the merchant/third party wants to charge him an additional $3500 for the product. I made it clear to him that the additional money was out of my budget and Matt said no worry he will cancel the order and find me something within my budget. In early August 2023, I went back to his office and selected another product by MSI which is a different brands than Caesarstone and provided me a contract that show $1,450 for a change order which was not cleared and was disputed with Matt and he had agreed to get a payment of $1,450.00 when the product is installed on 09/27/2023. After the installation, I clearly told Matt to bill the final $1,450.00 but when the invoice was sent it shows a product for Caesartone countertop not MSI and after a verbal verification conversation with Matt on Tuesday Octoberth he confirm that the countertop total should be $ 3,975.00 plus $1,450 making the total $5,120.00 but till this days I have not seen a contract for the MSI countertop product or a final receipt.

  Customer response

  10/19/2023

  I am rejecting this response because from day one it was Mr S****** plan to deceive me. We had an original contract for a Caesarstone countertop installation and Mr S****** came back to me and said he made a mistake in the contract by quoting me the wrong amount and that he will do his absolute best to make sure I find something within my budget and that he assured me he will find me  a countertop because if his mistake from the original contract. When I went back Mr S****** provided me with a change order for $1000 and said that is all I will owe. There was no invoice information detailing a change from Caesarstone to MSI and bo explanation of how the change would take place. With Mr S****** experienced I would have expected him to do a clear contract showing the old item and the new items. I never received anything like that and I have unlimited communication from him. Please review as I am being taking advantage of for Mr. S****** mistakes and deceitfulness.  He knew clearly that he was blindsiding me and did it on purpose. 
  
  Regards,
  ****** ***** ******

  Business response

  10/26/2023

  There was no mistake made by Kitchen Tune-Up. Ms. ****** tried to deceive our company by providing measurements and drawings that were not accurate. We provided Ms. ****** with an original quote based upon total counter space of 54 sq. ft.  This was based upon drawings and calculations provided to Kitchen Tune-Up by Ms. ******.  According to Ms. ******, this calculation was provided by another company.  Based upon this, we provided Ms. ****** with an estimate of $7,950 for 54 sq. ft. of quartz countertop with a standard edge profile, the material to be provided by Caesarstone.  The estimate made clear that a final price would be dependent upon measurements taken by Kitchen Tune-Up once approval was received.  After receiving this estimate, Ms. ****** decided to upgrade the edge profile (at an additional cost) and the sink package (also an additional cost). 

  
  When the Kitchen Tune-Up team measured the countertops, they calculated the area to be 63 sq. ft.  The measurements provided by Ms. ****** were incorrect by approximately 16%.  At this time we recalculated the cost of the job and it raised the price significantly for the Caesarstone product.  It was at this time that Mr. ****** decided to go with another material to reduce her costs.  In August 2023, Ms. ****** selected a quartz sample called Walnut Luster. This selection was within her original proposal. However, after taking the sample home, she decided to not move forward it. She then selected the MSI quartz which was the material that was eventually installed.  While this material reduced the price from the Caesarstone, it still increased the original estimate by $1,000.  Again, this was due to the increased square footage to be installed.  Additionally, Mr. ****** decided to install a 4” backsplash, the original estimate did not include a backsplash at Ms. ******’s request. 

  
  Ms. ****** was provided change orders for both the increase in costs due to the additional square footage as well as the backsplash.  At no time did we communicate to Ms. ****** that these change orders replaced the original invoices sent.  Ms. ****** read and approved all proposals and those amounts are reflected on the invoices she received and refuses to pay.  Any allegation that we forced Ms. ****** into completing the job or that she was not made aware of costs changes from the original estimate are false and can be easily refuted by reviewing the extensive email communication between Kitchen Tune-Up and Ms. ******.  She made all decisions regarding proceeding with the job, upgrading the sink package, upgrading the profile edge, upgrading with a backsplash and which material was finally installed of her own volition and with the full knowledge of what would be provided and how it impacted the original proposed estimate. 
  

  Change orders are extremely common in the construction business, especially when incorrect information provided by a client impacts the cost or availability of material.  Mr. ****** was made aware at every instance that the invoices for $1,000 and $450 were in addition to the original estimate she received at the commencement of the project.  Any insinuation or claim that we deceived or somehow installed a material that she did not approve is not based in fact and is insulting.  Kitchen Tune-Up is a reputable company with an untarnished reputation.  Ms. ******’s complaint is filled with false statements and unfounded aspersions to our stellar reputation. 

  
  Lastly, as a practical matter, how would a homeowner go through the entire process of receiving an estimate, correcting her measurements, choosing three different materials, adding upgrades and installing new countertops and believe that the estimate would have gone from $7,950 to $1,450 in total.  It does not make sense from a practical matter whether you are in the construction business or not.  I respectfully ask that this complaint is taken down as it has zero merit.

• Initial Complaint

  03/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This company was contracted in late 2021 to remove an old kitchen and build a new kitchen in my home at **** ****** ****** *** ********* *****. Among services to be done was to install a sink and all plumbing. The plumbing leaked and Kitchen tune up was called and a person returned and attempted to fix the issue. 2 more trips and it finally stopped leaking. No one is living in the house at this time and hasn't since the kitchen remodel. Last week I noticed the sink was leaking again. I called the NEW owner of Kitchen tune up to discuss the situation. He asked if I called a plumber, and I told him no, I paid your company to take care of it. He assured me he'd call me back with info. He called my wife back the next day and told her they wouldn't be fixing it. They don't stand by their work. They obviously don't care about customers. I paid for a service and it was not done.

  Business response

  03/13/2023

  The issue has been resolved by our plumber and the customer stated that they would rescind their complaint.

  Customer response

  03/13/2023

  I accept the business's response to resolve this complaint.
  Regards,
  **** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩